Technical Customer Support Senior (AI)

Location: Tokyo, Japan; based in the Zebra Tokyo office. The role supports APAC customers during GMT+9 business hours and includes local in-country onsite support approximately 50% of the time. Hybrid work and adaptable hours are offered.

Company

hirify.global develops smart enterprise solutions including printers, mobile computers, barcode scanners, and RFID technologies.

What you will do

• Resolve complex post-sales technical issues through phone, email, chat, and onsite customer support.
• Troubleshoot product installation, system integration, hardware, software, network, and customer configuration issues.
• Provide second-level technical direction to partners and Level 1 support representatives.
• Escalate systemic problems to Engineering and coordinate communication through resolution.
• Train and mentor Level 1 support personnel while contributing to knowledgebase and escalation-reduction initiatives.
• Collaborate with sales, customer experience, product engineering, and product management teams.

Requirements

• Associate degree or professional technical certification in Information Technology, Computer Science, or Networking, with more than 5 years of relevant system troubleshooting experience.
• Technical support experience with enterprise printers, mobile computing, RFID, barcode scanners, wired or wireless networks, or network protocol analysis.
• Native Japanese language support is required for customers in Japan.
• Good English communication and writing skills are required.
• Strong diagnostic, problem-solving, customer communication, escalation management, time management, and multitasking skills.
• Experience with support centers or help desks, plus certifications such as MCSE, CCNA, or CWNA, is advantageous.

Nice to have

• Knowledge of Android, iOS, Windows, Bluetooth, Wi-Fi, NFC, GPS, APIs, SDKs, .NET, C/C++, Java, SQL, Xamarin, or Android development.
• Experience with enterprise printer drivers, configuration, repairs, application interfaces, barcode symbology, scan engine integration, or RFID.
• Experience developing innovative IT solutions.

Culture & Benefits

• Hybrid work with adaptable hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide well-being day.
• Collaborative environment focused on learning, mentoring, and professional development.